Director of Customer Advocacy

About Skillz: Today, people spend more time playing video games than they do playing all physical sports, and eSports are poised to become bigger than the NFL, NBA, MLB and NHL combined. Skillz provides the technology that powers an eSports industry forecast to exceed as much as $40 billion in revenue by 2020. As the eSports provider for over 8,000 game developers, Skillz enables any mobile game to be turned into a competitive eSport that can also be broadcast on major streaming sites like Twitch and YouTube. We do this by integrating our unique layer of code directly into a mobile app, which activates our end-to-end tournament administration and other important features like player matching, anti-cheating mechanisms, customer support and a built-in loyalty program. Using our patented technology stack, we've already hosted more than 500 million tournaments for 15 million players around the world. Skillz has raised over $53 million in funding from sources including Telstra, Liberty Global, and the owners of the New England Patriots, Milwaukee Bucks, New York Mets and Sacramento Kings. In our quest to make gaming better for players and developers, we're looking for savvy, driven and enthusiastic teammates to help us build the future of sports. If you're excited about defining a multibillion dollar industry, building an awesome product, or working with cutting-edge technology, Skillz just might be for you! Our Culture: We are true believers in electronic sports, so don't be surprised if you see us playing mobile games at our desks or in the kitchen. At Skillz, this type of behavior is encouraged! You can also catch us at our weekly game nights playing anything from Super Mario Kart to Codenames over dinner, while discussing new technologies or brainstorming ideas to improve our business. Not a "gamer"? Don't worry about it. Every Skillzian brings a unique perspective to the team, and we bond over plenty of activities that don't involve games. We're working to build a truly groundbreaking company, and we want top-notch people to join us in that mission. As the creators and leaders of a new marketplace, we work with a "do whatever it takes" mentality, and frankly, we get the job done! Our team is comprised of passionate, intelligent and creative individuals who consistently seek out new challenges and knowledge. We embrace out-of-the-box strategies to propel our business forward, and foster a culture where every person's voice is heard. Our team comes from diverse backgrounds, and our leaders have a strong history of funding and building successful enterprises. If you're up for the challenge, we'd love to meet you. Who we're looking for: The Director of Customer Advocacy is the leader of the Skillz player enablement functions: customer support, payment fraud and cheat prevention, physical prize fulfillment, and community development. The foundations of the department are in place and we are looking for an experienced leader to help maintain a best-in-class experience as the team moves into a period of high growth. Our department mission is "Support, Defend, Fulfill. Advocate for our player community to ensure a safe, fun, and memorable experience." Resonate with you and your skillset? Let us know! What You Will Do: Ensure player interactions with Customer Advocacy are consistent and always in line with Skillz values, across all channels and branches of the organization Foster a collaborative environment and provide guidance to employees at all levels of the organization, including career development and general management Facilitate productive communication between the San Francisco and Portland offices, interfacing with executive staff and remote management on a regular basis Own all Customer Advocacy processes and tooling, ensuring effectiveness, accuracy, and timeliness Own the Customer Advocacy product roadmap, ensuring the engineering teams supporting the organization are prioritizing the right work at the right time Oversee organization planning, growth, structure, and training Translate the company's strategic plan into actionable programs that will enable the organization to support user acquisition and product development milestones Responsible for OKR planning and delivery across all branches of the organization Your Skillz: 8+ years experience in Customer Service 6+ years experience in a people management role Previous experience managing a combination of internal and outsourced teams, totaling 30+ agents Ability to visualize ticket escalation paths, optimize CRM (Zendesk) workflows, and estimate the ticket impact of planned product development work Strong written and verbal communication skills with an ability to build relationships with both internal members at Skillz, as well as external partners and resources Strong passion for ensuring consumers receive fair and equitable outcomes Ability to provide clear direction, set measurable goals, and give insight on industry trends Comfortable both inspiring an internal team and presenting status reports to executive staff Familiarity with and history in gaming and eSports industries a plus Familiarity with or experience in payment fraud prevention, cheat prevention, or VIP program development a plus 5-10% travel required to Portland and potential future Customer Service sites